What is SLA Management?


According to the experts, by the year 2020, every human will generate 1.7 MB of data in a second.

…meaning every second approx. 33 trillion GB data is produced. The figures are scary as we are still not equipped enough to store the data for a minimum required time period of next decade as per Service Level Agreements or SLAs.

When an organization runs its operations in private or public sector, an enhanced SLA from an Independent Service Organization or ISO and SLA management software is made. A standard SLA certificate for the equipment is for 10 years which they fail to meet. It falls too short to suffice for even 3 years. With the middlemen involvement, this time period reduces even further. When a problem arises it is hard to get it rectified in time due to such short SLA span.

What is SLA Management?

It can be defined as measures taken by an ISO to address the issues that are associated with standard SLA agreements provided these days. As the services are going to be provided by a single company starting from the entry point itself, any possible issue should be addressed quickly. The fact is who is providing the equipment and what kind of services that company is providing has no role in the ISO’s work flow. As ISOs are specialized in providing support at every step rather than just providing the equipment, clients can expect faster turnaround time whenever they need support.

When we talk about OEM SLAs, they can provide inflexible services which are designed to fit all the customers. While on the other hand, tailored SLAs can provide much faster and in-time service including replacement of parts or equipment.

The advantages of the tailored SLAs are much more in comparison to the problems associated with it like most of the OEMs require three year upfront payment to provide tailored SLAs. Thus, it is recommended to opt for tailored SLAs according to the specific requirements of any organization.